ITSM Implementation using ITIL or ISO 20000

With technology such an integral part of every bit of a business, the line between business and IT is blurred, perhaps even non-existent. ITSM is no longer a “nice to have,” or something that only the service desk does. ITSM is the means by which IT delivers business capability. ITSM therefore is the enabler for realizing real business value from the use of technology.

Quick ITSM Facts

IT Service Management leads to improved quality of service delivery

IT Service Management tools apply to each business function, not just within IT

IT Service Management plays a major role in optimizing costs and enhancing performance

IT Service Management is rapidly becoming the medium for cross-functional business communication

Why implement IT Service Management?

Organizations implementing ITSM see results as follows:

IT value chain, enabled and supported by good ITSM, becomes a seamless fit into the business value chain

When it is about “Digitalization”, a core requirement for a business to begin digital transformation is to first have absolute clarity on its services and processes which is provided by ITSM

ITSM supports business agility and responsiveness by promoting standardization

ITSM enables the agility and responsiveness demanded by today’s business

ITSM cements the convergence of business and IT by enabling business capability through the effective use of technology

About the ITSM Frameworks and Standards

Information Technology Infrastructure Library (ITIL): Information Technology Infrastructure Library (ITIL) is a framework for managing IT as a service, with the aim of aligning IT services with business objectives. ITIL is the most commonly implemented ITSM framework in the world, in both the public and the private sectors, and is acknowledged as best practice for service management in organizations in all industries. ITSM is all about customers and how to deliver value to these customers.

ISO/IEC 20000: ISO/IEC 20000 is the internationally recognized standard for IT service management (ITSM) that enables IT organizations to ensure that their ITSM policies & procedures are in line with business objectives and with international best practices. ISO 20000 is a standard with clearly defined requirements that must be met in order to certify that a minimum of best practice standards is met.

Business Beam helps in effective implementation of ITSM practices

We help our customers to setup IT Service Management by using ISO 20000 or ITIL according to the requirements. Salient features of our services are as follows:

Executive Advisory: Our experienced consulting partners are expert in organizational change management. They discuss and understand your most important and complex management issues and provide strategic advice for success in line with the requirements and expectations of your regulatory bodies.

Process Consultancy: Successful process improvement efforts require a cohesive process architecture. Our process consultants will help you to establish required roles & responsibilities by using internationally recognized techniques, designing of all policies, procedures, and plans recommended by the relevant frameworks.

Service Management Planning: In collaboration with service owners, we establish plans to meet the capacity, availability, continuity and security requirements of services and eventually of the customers.

Assistance in Selecting ITSM tools: If you are planning to upgrade or acquire a new ITSM tool, we can facilitate you in selecting and implementing the right tool based on your current IT infrastructure, nature & type of your IT services, available budget and feature set required.

Process integration with Service Management Tool: Our consultants have working knowledge of several leading ITSM tools. We work with technical consultants and help in process integration with tools including service catalogues, processes, turnaround times, escalations, SLAs and OLAs, etc.

Rollout Support: Any management system is not effective unless it is not understood and followed by the staff. We provide training, coaching and hand holding support to ensure that the developed IT service management system is effectively implemented.

Performance Management: Performance measurement is a key for any management system to achieve its business outcomes. We help in designing a performance management system based on KPIs, metrics and dashboards for corrective and preventive actions. We enable optimal results and informed decision making.

Expert support during Certification audits: If your organization opts for formal ISO 20000 certification, it will be conducted by a third party and your teams may require expert support during this phase. We provide extensive onsite support during the certification audit to provide your team confidence and enable them for successful outcomes.

Sustenance Support: Implementing ITSM practices is only beginning of the journey, sustaining the same over time is even a bigger challenge. After successful implementation, we provide sustenance support ensuring continual improvements and long-lasting culture adoption.

Related Links

Difference between IT governance and IT Service management

A very basic concept of ITIL/ITSM program is the distinction between strategic IT governance and the tactical IT management. Before we start discussion over the topic, let us first differentiate between the two terms (management and Governance). Where former is concerned with the creation of operating decisions, the latter focuses on creation of a setting in which others can mange more effectively…

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Business Beam is a top of the line digital transformation consultancy firm known for its world-class skills and capabilities to deliver value driven services and solutions. We help organizations to resolve their issues related to governance, operations, quality, services, projects, enterprise architecture, information security, business continuity, human resources, risk and internal audit.

The total learning duration of this course is 21 hours, including the time of training session and follow-up assignments. Participants can use these contact hours in the form of PDUs (Professional Development Units) or CPDs (Continual Professional Development) to apply for or maintain their relevant qualifications.

35 training contact hours

The total learning duration of this course is 35 hours, including the time of training session and follow-up assignments. Participants can use these contact hours in the form of PDUs (Professional Development Units) or CPDs (Continual Professional Development) to apply for or maintain their relevant qualifications.

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14 training contact hours

The total learning duration of this course is 14 hours, including the time of training session and follow-up assignments. Participants can use these contact hours in the form of PDUs (Professional Development Units) or CPDs (Continual Professional Development) to apply for or maintain their relevant qualifications.

FREE Exam Retake

Business Beam offers one FREE exam retake option to its valuable training participants who don’t pass exam in the first attempt.

Free examination retake offer shall NOT be applicable in following conditions:

If candidate does not attend the training session up to 3 hours or more;

If candidate does not write the examination (first time) on the last day of training session;

In case of online examinations, Candidate fails because of laptop or desktop issues.

This offer is time limited and the exam retake must be availed within 6 months of the initial exam.

This offer can be availed only at the offices of Business Beam, at Dubai or Karachi.

Candidate must send written exam retake request to Business Beam at training@businessbeam.com, with electronic copy of training attendance certificate, first examination date and preferred retake dates. Business Beam will confirm the retake schedule.

This offer is non-transferable and cannot be redeemed for cash or credit.

The terms and conditions are subject to change without any prior notice.

CPDs from PECB

CPDs mean Continuing Professional Development. It refers to the process of tracking and documenting the skills, knowledge and experience that you gained. PECB provides CPDs to candidates after completing the courses. These CPDs can be later used to maintain various qualifications including PMP, CISA, CISM, etc.

Exceptional post training support

Business Beam believes in longer-term relationship with our customers. As one of our valued training participants, you can call us, email us, or setup a meeting with us in our office if you are facing any difficulty in implementing the concepts you learnt from us.

One Free Exam Retake

Free Lifetime Course Revision

Business Beam offers FREE lifetime revisions to its valuable training participants, who want to refresh their concepts. Participants are welcome to attend training again for FREE.

This offer can only be availed by the participants who attends our training sessions in 2016 and onwards.

For revision, participants may join any of our pre-scheduled open-enrollment training session at any location worldwide. Updated training schedule is available at our website (www.businessbeam.com).

Participants are welcome do more than one revisions, as required.

Revision participant shall pay the training logistic expenses.

This offer shall not be applicable if the course version changes (e.g. PMP based on PMBOK v5 to v6).

Training attendance certificate shall not be issued to revising participants.

This offer is valid for training courses only; examinations of any kind are not part of this offer.

This offer subjects to the confirmation of training session, and the availability of space.

The terms and conditions are subject to change without any prior notice.

Exam Passing Guarantee

At Business Beam, we are confident about the quality of our training execution, accredited trainers and material. The company maintains excellent first attempt exam pass ratio. We therefore offer unique Exam Passing Guarantee to our exam candidates. If a candidate does not pass exam in the first attempt, Business Beam will pay 50% of re-attempt exam fee.

Exam Passing Guarantee offer shall NOT be applicable in following conditions:

If candidate does not attend the training session up to 30 minutes or more;

If candidate does not write the examination (first time) within ten calendar days of training session;

In case of online examinations, Candidate fails because of technical issues related to his/her laptop, desktop or internet connection.

Exam retake must be availed within 6 months of the initial exam.

Exam retake can be availed only at the Business Beam offices located at Karachi or Dubai.

Candidate must send written exam retake request to Business Beam at training@businessbeam.com, with electronic copy of the training attendance certificate, first examination date and preferred retake dates. Business Beam will confirm the retake schedule. Once scheduled, the retake exam cannot be rescheduled or postponed due to any reason.

This offer is non-transferable and cannot be redeemed for cash or credit.

This offer is time limited, starting from July 2017 and onwards.

Business Beam reserves the right to withdraw the offer, or change its terms and conditions without any prior notice.

Business Beam is a top of the line consultancy and training firm known for its world-class skills and capabilities to deliver value driven services and solutions.